What we do

At SGCH, we believe everyone belongs. This is why our purpose, ‘to create belonging’ drives our commitment to build a team where diversity, inclusion and connection are at the heart of what we do.

As a leading not-for-profit community housing provider supporting over 12,000 customers across 7,000 homes in NSW and VIC, we continue to invest in our people, our homes, and our communities. Guided by our values – We Care, We Create, We Connect – we’ve built an inclusive workplace by caring for one another, creating and sharing new ideas, and connecting authentically every day, where everyone has the opportunity to grow and thrive.

We are committed to fostering an inclusive environment and building a team that reflects the diversity of the communities we connect with. We welcome applicants from all backgrounds, including Aboriginal and Torres Strait Islander peoples, people with disability, culturally and linguistically diverse communities, LGBTQIA+ individuals, and people of all ages and life experiences. If this role excites you but you’re not sure you tick every box, we still encourage you to apply. Your passion and potential matter.

Join us in creating sustainable, connected communities where everyone feels a sense of belonging and are empowered to thrive.

What we offer

- Competitive package – 35-hour work week with competitive and above Award pay
- NFP salary packaging – Up to $15,900 tax-free, plus $2,500 for meals, entertainment and accommodation, and Novated leasing providing both convenience and savings

- High-growth setting – Real opportunities to grow your career with a focus on internal promotions, inhouse learning and development and study assistance support

- Health and wellbeing benefits - Corporate discounts with Flare for everyday savings, Reward and Recognition program,



access to a free 24/7 Employee Assistance Program (EAP) for you and your family

- Paid Parental Leave – 12 weeks paid parental leave and 3 days bonus annual leave

- Agile and innovative work practices – Hybrid work arrangements including work from home options, and modern, well-located offices close to public transport

About the role and about you

Reporting to the Customer Feedback Manager, The Customer Feedback Specialist manages the end-to-end coordination, investigation and resolution of customer feedback, complaints, appeals and claims. You'll work closely with customers, advocates, operational teams and external stakeholders to achieve fair outcomes while ensuring compliance with organisational policies and legislative requirements. This is an opportunity to join our Customer Voice team and play a critical role in managing customer feedback, complaints, appeals and claims, while influencing positive change across the organisation

To succeed in this role, you will be a balanced and fair investigator, exceptional communicator and come with a service improvement mindset.

This is a permanent role, requires travel to all SGCH office locations and portfolios as required.

Duties

- Managing customer feedback, complaints, appeals and claims from receipt through to resolution.

- Conducting investigations, analysing information and preparing balanced, customer-focused responses.

- Preparing high-quality correspondence for ministerial enquiries, MPs,



regulators and external review bodies.

- Providing advice and guidance to operational teams to support early resolution of customer concerns.

- Identifying trends and insights from customer feedback to inform service improvements.

- Working collaboratively with the Service Improvement team and broader business to strengthen customer outcomes.

How to apply

If this sounds like you, please click ‘Apply’, upload your CV and answer the application questions by 9am Friday 30 October 2026.

The recruitment process may include interviews and relevant skills or behavioural assessments with selection based on demonstrated merit against the roles criteria. Appointment is subject to standard pre-employment checks, such as working rights, employment references from previous managers, a National Police Check, and a health assessment.

Please note we may establish a Talent Pool from this process.

If accessibility and adjustments are needed to apply for this role comfortably, just let us know. Your privacy and dignity are always respected. Please reach out to ****@sgch.com.au

Essential Criteria:

- Relevant tertiary qualification in community services, customer service, business administration or a related discipline and/or demonstrated equivalent experience.
- Demonstrated experience managing customer feedback, complaints, investigations or complex customer service matters in a regulated environment.

- Excellent written and verbal communication skills, including report writing, stakeholder management and preparation of formal responses.

- Sound knowledge of relevant legislation, customer service principles, privacy requirements and the ability to analyse information, identify risks and escalate appropriately.

- Holds a current full NSW Drivers License.

📌 Customer Feedback Specialist (Sydney)
🏢 St George Community Housing
📍 Sydney